Summary
Overview
Work History
Education
Skills
Timeline
About me personally...
Hi, I’m

Kainen Nelms

Palm Springs,CA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Im seeking an opportunity that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Jobs worked...

IT System Engineer | Atlassian Administrator | IT Helpdesk Agent | IT Contractor | Apple Genius

Overview

14
years of professional experience

Work History

Cloudkitchens

IT Systems Engineer
03.2021 - 12.2023

Job overview

  • Created Engineering documentation templates. Used for; How-Tos, Outages, Applications, etc...
  • As the Workspace Owner for our Slack account I was charged with approving Custom Apps, building and assisting with Slack Workflows, managing Full-members, Single-Channel Guests and Multi-Channel members and optimizing Slack processes.
  • I was involved in the migration of our SSO vendors.
  • Created a Global standard for labeling and organizing Engineering and Helpdesk documentation
  • Investigated more cost efficient alternatives for our collaboration tools, ie. Slack, Google Workspace, Zoom
  • I assisted with maintaining and updating DNS records,
  • I worked with mass mailing tools, such as MailGun and MailChimp

Cloudkitchens

Atlassian Administrator
12.2019 - 12.2023

Job overview

  • Extensive knowledge in JQL and AQL
  • Created countless workflows, to accommodate and transform new processes. Either via request from a team, or our of business necessity.
  • Assisted the adoption of Atlassian into our company. It was up to me and one other coworker to convince teams to migrate, and get them set up for success.
  • Troubleshot employee concerns and recommended corrective actions to resolve issues. This would include troubleshooting automations, adjusting JQL or AQL, adjusting a schema, or employee access and directory issues.
  • Worked with multiple teams in order to set up their Jira environment(s) and ticket processes. This would include but is not limited to; building Workflows, creating Issue and Request types, creating/utilizing custom fields, setting up schemas, etc...
  • Evaluated operational practices and identified opportunities for improvements in our Jira Service Management, Jira Software, Confluence and Jira Assets environments.
  • I built our Jira Assets environment and connected it with JSM and Jira Software using automations. This allowed Assets and Tickets to work together autonomously.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered company information via RaaS, compiled different reports, and would upload into Jira Assets
  • On multiple occasions i was involved with heading the creation and / or modifications of Projects for teams across the globe.
  • Created documentation and educated staff on changes in processes, workflows and automations
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Cloudkitchens

IT Helpdesk Agent
03.2019 - 03.2021

Job overview

  • For about 6 months and through rapid growth to about 800 employees. I was the sole IT support for our company, globally
  • I created the onboarding and offboarding processes for employees and assets. These processes are still in use today.
  • Every week, I would onboard employees over video conferencing. Getting them up and running with both, their assets and getting their accounts up and running in a timely manner.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality. Both in person and remotely
  • Monitored systems in operation and quickly troubleshot errors.
  • Translated complex technical issues into digestible language for non-technical users.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.

LA Techs

IT Support
07.2018 - 03.2019

Job overview

  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Tested new software and hardware prior to deployment.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware and granted system permissions to new employees.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Used ticketing systems to manage and process support actions and requests.

Apple

Apple Inc.
02.2010 - 07.2018

Job overview

  • Skilled at working independently and collaboratively in a team environment. Sometime we would need to finish laptop repairs that were started by someone else, or vice versa.
  • Self-motivated, with a strong sense of personal responsibility. Each interaction and device repair would be my responsibility to cultivate and/or successfully complete
  • Proven ability to learn quickly and adapt to new situations. Ie, drastic software updates and launch days
  • Worked well in a team setting, providing support and guidance. As a senor member of the team, I assisted with making sure accurate knowledge was shared. I also helped with cutting back on "tribal knowledge"
  • Worked effectively in fast-paced environments. We had short amounts of time to diagnose device issues, before we were expected to take another appointment


Education

Texas A&M University
College Station, TX

High School Diploma

University Overview

Skills

  • Process Improvement
  • Root Cause Analysis
  • Cost Analysis
  • Project Planning
  • System Design
  • Project Management
  • System integration
  • Critical thinking
  • Teamwork and Collaboration
  • IT Skills
  • Workflow Development
  • Technical expertise

Timeline

IT Systems Engineer
Cloudkitchens
03.2021 - 12.2023
Atlassian Administrator
Cloudkitchens
12.2019 - 12.2023
IT Helpdesk Agent
Cloudkitchens
03.2019 - 03.2021
IT Support
LA Techs
07.2018 - 03.2019
Apple Inc.
Apple
02.2010 - 07.2018
Texas A&M University
High School Diploma

About me personally...

About me personally...

I have 🐈🐈‍⬛ and 🐕. My partner and I recently moved from LA🏖️ and now live in Palm Springs🌵. We get out of town to go camping⛺️ and for outdoor adventures. Though we live in the desert, I'm most at home in the mountains🏔️. Moreover, I recently converted to being a Vegan. Plant Power baby! I like to be challenged. But also I love to come up with out-of-the-box solutions for those challenges. Making people's life easier is what keeps me going 💪. Aside from emojis, i love to use GIFs to express myself.

Kainen Nelms